Jira & JSM Synchronisation

[Boris Engert]

Hi,

I want to use Jira Service Management Cloud as a ticket portal for external customers, while Jira Software Cloud is used for internal ticket management.

The aim is for customers to submit requests via a central help centre, which are then automatically forwarded and synchronised to specific internal projects based on certain ‘label/tag’ criteria.
All ticket changes should be automatically synchronised between external and internal projects. Can this be achieved via automation? 

[Clara Belin-Brosseau_Elements · Accepted solution]

Hello @Boris Engert

An alternative to Automation to synchronize issues between Jira Software and JSM is to use our app Elements Copy & Sync. It's automated and usually easier to set up compared to Automation.

It allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc). 

 

You can check the guide here.

The app is for free during 30 days (and it stays free under 10 users).

[Ingo Volkhausen]

Hi @Boris Engert 

yes, as already the others reported here.

Since your requirement is "... automatically synchronized between external and internal projects ..." you need to keep an eye on the amount of "triggers" and what are your possible limits here:

How is my usage calculated? | Cloud automation Cloud | Atlassian Support
--> What are my usage limits?

[Cristian0791]

Hi Boris,

Maybe my example can help you:

You can create as many branch as labels or software projects you have.

When you are creating a new issue you can select the Project, Issuetype and also you cand copy fields from the trigger issue.

[Ashok Shembde]

Hi @Boris Engert ,

Yes, you can use Jira Service Management (JSM) Cloud as a customer-facing portal while using Jira Software Cloud for internal ticket management, and synchronize tickets between them based on certain criteria like labels or tags.
Synchronize Tickets Based on Label/Tag

Sample Automation Rule:

Trigger: Issue Created (in JSM)
Condition: If label = bug (or any other condition based on tags or request type)
Action: Create Issue in Jira Software, link it to the original issue.

Synchronize Ticket Changes:

Sample Automation Rule:

Trigger: Issue Updated (in either JSM or Jira Software)
Condition: If the issue is linked to another issue
Action: Update the linked issue (e.g., copy comments, status changes, etc.).